Service Victoria scans your face to make sure you’re a real person. Here are some tips if you’re having trouble with this

• check that Chrome is your default browser on Android, or Safari on iPhone
• clear your browsing and cache history
• ensure your internet browser has access to your camera under the internet settings.

When you’re in front of the camera, make sure:

• you’re not standing directly under a light to avoid shadows or glares
• your face is within the guides
• you’ve removed accessories like sunglasses, a hat or scarf
• you’ve adjusted your camera resolution - ensure your aspect ratio is in 16:9.

Follow the audio prompts and when asked

• to turn your head – show your ear
• to smile – show your teeth.